Rating Summary
“Terrible Online Ordering Experience ”
- an online shopper
- Cons
- online site is terrible!, Sears online needs help, Never will order on-line again, All around run-around, online order service is terrible, customer service is really bad, Consumer Rep SUPVR NEEDS training
Sears.com —
I placed an order online for 3 children's clothing items. I received an order confirmation for all 3 items. I then received a shipment confirmation for 2 of the items. I was provided a tracking number that lead me to a FedEx site. The site said the tracking number was not valid. I called Sears customer service and was told the two items were shipped UPS. Um, okay, whatever, I don't care how they were shipped. I mentioned I didn't get a shipping confirmation for the 3rd item and she said "don't worry about it, I'm sure it shipped, you should call UPS and check." I figured I would wait a day or two and see if it showed up. I went online to check my order status and it said I had zero orders and no order history. I called customer service again and they couldn't tell me why my order does not show online.
I received the 2 items and a few days later received the 3rd item, I never did receive a shipment confirmation for that one. The last item was a 3 piece set, a shirt, jacket and pants and I am missing the pants. I called customer service yet again and after being on hold for 10 minutes someone answers, "hello." I said, "is this Sears?" The person responds yes and asks for all my info and places me on hold. I wait another 5 minutes on hold (what could this guy be doing for so long?) and told him I am missing the pants to my order. He says go see if you can find it in a Sears store. Seriously, you want me to drive around to all the Sears stores to see if they have the item, isn't that why I ordered it online in the first place? I asked to speak with his supervisor and he hung up on me. I called back and after being on hold for another 10 minutes spoke with a woman who apologized for the order being messed up but said it was out of stock and I would have to return it. I asked her if I could keep the jacket and shirt and have them credit my account and she said no, all they were willing to credit me was 5%. Ha, that turned out to be 95 cents. You think they could of at least refunded me a third since a third of the outfit was missing.
I guess I'm going to take it back to the store and return it or see if I can find something else. I'm holding my breath though, I'm already envisioning them not taking it back or exchanging it because I'm missing the pants. I understand mistakes happen but this has to be the most frustrating and disorganized order I have ever placed/received online. I would not recommend anyone shop at Sears.com.
Last edited on Dec 20, 2010
Sears.com
